Senior Manager/Assistant Director, Experience Design
Wildlife Reserves Singapore
Singapore, SG
1d ago

Wildlife Reserves Singapore (WRS) is the holding company of the award-winning attractions Jurong Bird Park, Night Safari, River Safari and Singapore Zoo.

WRS is dedicated to the management of world-class leisure attractions that foster conservation and research while educating visitors about animals and their habitats.

As champions for Wildlife, we lead actions to protect them, inspire a love for wildlife and spark a sense of wonder in everyone, regardless of our roles.

Come 2024, we will add a new Bird Park, a Rainforest Park, nature themed indoor attraction and Eco-resort as part of our Mandai rejuvenation plan.

If you are a team leader, self-driven, and looking for growth and new challenges, we want you to be part of our team.

We are seeking a creative and driven individual with strong track record, expertise and passion in creating and enhancing consumer experiences.

Reporting to Deputy Director of Guest Experience, the incumbent will play a pivotal role in driving Transformation within Mandai as a key contributor in the Experience Design function within the Guest Experience Management team.

Collaborating closely with various business units, he / she will develop consumer journey maps and design / re-design experiences to elevate touch points based on business priorities and customer needs, to advance guest satisfaction in Mandai precinct.

Main Duties and Responsibilities :

  • Develop, refine and maintain the consumer journey maps for end-to-end consumer experience at Mandai and Wildlife Reserves Singapore, and deep dive into highlighted touchpoints
  • Work with stakeholders to identify and prioritise gaps, wow moments and blank spaces, within which problem statements may be derived
  • Use design thinking to plan, design and prototype high-touch, bespoke experiences for various customer segments, e.g. lifestyle experiences such as dining experiences, corporate events and birthday parties, with an aim to create meaningful and memorable experiences for our customers, and address business priorities
  • Work with business units to package and communicate business case for experiences for approval by Management
  • Develop management dashboard and measurements that track consumer experience initiatives
  • Facilitate training to enable the business units to embrace innovation behaviours and use design thinking tools for departmental projects
  • Job Requirements :

  • Minimum Degree in design, consumer psychology, event management or related field
  • At least 7-10 years of experience in design or customer experience field
  • Possess strong interpersonal skills so as to influence others, negotiate and persuade while maintaining trust and confidence
  • Able to synthesise perspectives and clearly articulate ideas through verbal or visual means
  • Proven track record in leading projects through ideation, prototyping and implementation
  • Adaptable, flexible and willing to grow in an evolving organization and work scope
  • Able to work with multiple projects and tight deadlines
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